**Client Services Leader** **Job Description** **Company:** NTT DATA, Inc. **Job Title:** Client Services Leader **Function:** Client Services / Delivery Leadership **Location:** **Reporting To:** Multi Tower Services Leader India **Employment Type:** Full-Time **Role Purpose** The Client Services Leader (CSL) is accountable for delivering an exceptional end-to-end client experience across assigned strategic accounts and portfolios. The CSL provides leadership across client engagement, service delivery, financial performance, account growth, and talent development. Working within a multi-practice, matrix environment, the CSL serves as the primary owner of the client relationship and ensures high-quality delivery, sustained client value, operational excellence, and profitable growth in alignment with NTT DATA, Inc.'s strategic priorities. **Key Responsibilities** **Client Relationship Management** + Serve as the primary point of accountability for the overall client experience. + Establish and maintain trusted relationships with senior client stakeholders, including executive sponsors. + Lead client governance forums, executive business reviews, service-performance meetings, and strategic account discussions. + Ensure clear, proactive, and transparent communication regarding delivery performance, priorities, risks, and opportunities. + Anticipate evolving client needs and align internal teams to deliver relevant, value-driven solutions. **Delivery and Operational Excellence** + Provide leadership oversight across multiple delivery teams, practices, and service lines. + Ensure adherence to contractual commitments, agreed service levels, quality standards, and governance requirements. + Monitor account health, delivery milestones, service metrics, client satisfaction, and operational performance. + Lead the identification, mitigation, and resolution of delivery risks, issues, escalations, and dependencies. + Drive continuous-improvement initiatives to strengthen service quality, efficiency, innovation, and client outcomes.



**Financial Management and Business Growth** + Own the financial performance of assigned accounts or portfolios, including revenue, profitability, margin, forecasting, and cost optimization. + Develop and execute account-growth strategies in partnership with sales, solutioning, delivery, and practice teams. + Identify, shape, and pursue cross-sell, up-sell, and new-business opportunities. + Ensure effective commercial governance, including scope management, change requests, resource utilization, and financial-risk management. + Maintain focus on sustainable growth, long-term client value, and profitable account expansion. **People Leadership and Talent Development** + Lead, motivate, and develop high-performing cross-functional teams in a matrix setting. + Foster a culture of client centricity, accountability, collaboration, inclusion, and continuous learning. + Drive employee engagement, talent retention, capability development, and leadership development initiatives. + Establish and maintain succession plans for key delivery and leadership positions. + Mentor emerging leaders and ensure appropriate skills, capacity, and leadership capability are available to meet client needs. **Stakeholder and Governance Management** + Collaborate with internal stakeholders across delivery, sales, finance, human resources, technology practices, and executive leadership. + Establish effective account-governance mechanisms to manage client commitments, operational performance, risks, and strategic initiatives. + Provide timely and accurate reporting on account health, delivery performance, financial results, risks, and growth opportunities. + Support informed decision-making through data-driven insights, recommendations,



and action plans. **Required Qualifications and Experience** + Bachelor's degree in Engineering, Technology, Business, or a related discipline. + Postgraduate qualification in Business Management or a related field is preferred. + Significant experience in IT services, consulting, managed services, enterprise delivery, or client-account leadership. + Demonstrated experience managing strategic accounts, complex client engagements, or large delivery portfolios. + Proven accountability for client satisfaction, service delivery, revenue growth, margin performance, and people leadership. + Experience working within a global, multi-practice, matrix organization is preferred. **Core Competencies** + Executive client relationship management + Strategic account leadership + Business and financial acumen + Service delivery and operational excellence + Revenue growth, cross-selling, and up-selling + Margin management and cost optimization + Risk, issue, and escalation management + Leadership, influencing, and decision-making + Talent development and succession planning + Communication, negotiation, and presentation skills + Client-centric and outcome-focused mindset **Key Performance Indicators** Performance in this role will be measured through: + Client satisfaction, retention, and relationship strength + Achievement of service-level agreements and delivery-quality standards + Revenue growth, profitability, margin performance, and cost optimization + Growth in cross-sell, up-sell, and new-service opportunities + Effective management of delivery risks, issues, and escalations + Delivery predictability, operational efficiency, and continuous improvement + Employee engagement, talent retention, and succession readiness **Equal Opportunity Statement** NTT DATA, Inc. is an equal opportunity employer committed to fostering an inclusive and diverse workplace. Employment decisions are based on business needs, job requirements, qualifications, merit, and performance.

📌 Client Services Leader (Bengaluru)
🏢 NTT America
📍 Bengaluru